Head of Customer Success

Noto • New York, NY

4d • $190,000 - $240,000 • Onsite

About The Position

Noto is hiring its first leader of the entire post-sales process to build and own the Customer Success function end to end. The Head of Customer Success will grow the team from five to ten people after the Series A and organize Onboarding, Customer Success, and Support as distinct functions with clear roles, customer segments, account loads, career paths, and handoffs. The role owns customer go-live volume and speed, retention, and the quality of customer support.

The role will improve onboarding from signed contract through kickoff, data migration, configuration, training, and launch; develop repeatable playbooks, migration templates, and import tooling; and define successful go-live. It will establish post-launch account management, including segmentation, health scores, adoption programs, renewal-risk monitoring, retention and save plays, expansion work with Sales, and customer references and case studies.

The Head of Customer Success will build dedicated Support operations with ticket triage, service-level agreements, Engineering escalation paths, and afternoon and evening coverage. They will apply AI and automation to reduce repetitive work, bring structured customer feedback and priorities to Product and Engineering, develop data-driven reporting, and serve as the final escalation point for customer issues.

During the first 90 days, the role begins with a personal customer book to learn Noto’s product and customers firsthand. The first two weeks focus on product learning and shadowing calls while beginning onboarding that book. By day 30, the role presents an organizational design and hiring plan and starts recruiting. By day 60, it completes onboarding the initial customer book and transitions to full-time management. By day 90, it runs retention and upsell plays using health data, reports on function metrics, and has the first hires signed.

The position is based in Noto’s New York City office, in person four days per week, and reports to the CEO and co-founder. The listed compensation is a $170,000–$210,000 base salary depending on experience, an annual bonus target of 15–20% of base tied to retention, go-live, and support goals, and a meaningful stock option grant with four-year vesting and a one-year cliff.

Requirements

• At least 6 years of experience in customer success, onboarding/implementation, or support at a B2B SaaS company.
• At least 3 years of experience managing a team.
• Experience building or rebuilding a Customer Success function at a Seed to Series B startup.
• A track record of improving retention and time-to-value for SMB customers at high account volume.
• Hands-on comfort with technical onboarding, including data migrations, product configuration, and customer training.
• Ability to build scalable playbooks, dashboards, and processes while continuing to participate in customer calls.
• Clear, warm communication with nontechnical small-business owners.
• Use of AI and automation tools, such as Claude and Zapier, to help a small team do more.

Nice To Haves

• Vertical SaaS experience, especially in education, enrichment, fitness, or other appointment- and lesson-based businesses.
• Experience with payments or billing products.
• Familiarity with HubSpot, Pylon, Intercom, or Linear.

Responsibilities

• Build and lead the post-sales organization, growing the team from five to ten people after the Series A.
• Design the structure of Onboarding, Customer Success, and Support, including roles, customer segments, account capacity, and the sequence of specialization.
• Move the team from generalist coverage to specialized roles without dropping customers who are mid-onboarding.
• Hire, onboard, and coach team members; set clear expectations and establish career paths for each function.
• Define handoffs from Sales to Onboarding to Customer Success to Support so customers do not have to repeat information about their business.
• Improve the path from signed contract to go-live across kickoff, data migration, configuration, training, and launch.
• Develop repeatable onboarding playbooks, migration templates, and improved import tooling; define successful go-live.
• Establish post-launch account management, including customer segmentation, health scores, adoption programs, and early warnings for renewal risk.
• Own retention, run save plays for at-risk accounts, and work with Sales on expansion.
• Develop happy customers into references and case studies.
• Build a dedicated support team with ticket triage, SLAs, a clear Engineering escalation path, and afternoon and evening coverage.
• Use AI and automation to reduce repetitive support work.
• Bring organized customer feedback and clear priorities to Product and Engineering.
• Build Customer Success reporting and manage the team using data.
• Serve as the final escalation point for customer issues.
• Carry a personal customer book during the first 90 days to learn the product and customer work firsthand, then transition to full-time management by day 60.
• Run retention and upsell plays from health data and report on each function’s metrics by day 90.

Benefits

• Annual bonus target of 15–20% of base salary, tied to retention, go-live, and support goals.
• Meaningful stock option grant with four-year vesting and a one-year cliff.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed